Job Title: Product Analyst, CRM & Customer Experience (Hybrid)
Location: Newark, CA - Hybrid
Duration: 6+ months
Visa : USC or GC Preferred
Need LOCAL and must have excellent communication skill
About Job:
We are seeking a Product Analyst to support execution of initiatives spanning CRM, ownership lifecycle management, digital customer channels, and compliance. This role requires close collaboration with product managers, engineering, and business stakeholders to define requirements, map processes, analyze data, and deliver insights that accelerate product outcomes across customer care, mobile, and portal platforms.
Responsibilities
- Develop product requirements (PRDs), user stories, and acceptance criteria that capture business needs across CRM, customer care, and digital channels.
- Build detailed process flows and customer journey maps for ownership experience, roadside assistance, and communication channels (Calls, WhatsApp, SMS, Email).
- Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Salesforce, Contact Center, and digital platforms.
- Support UAT planning, test case design, and execution to ensure business needs are validated.
- Coordinate with operations, finance, compliance, and engineering to ensure solutions are scalable and regulatory-aligned.
- Assist with vendor evaluations, competitive benchmarking, and requirements consolidation for cross-functional projects.
- Prepare executive-ready documentation (workflows, requirements, status updates, decision logs) to support stakeholder alignment.
Requirements
- 4 6 years of product or business analysis experience, preferably in CRM, customer care, or digital product ecosystems.
- Demonstrated ability to create structured PRDs, process flows, and user stories that enable clear execution.
- Strong experience supporting system integration projects (CRM, contact center, mobile app, or portal).
- Familiarity with Salesforce CRM; exposure to contact center tools (e.g., Talkdesk) or middleware (e.g., Workato) is a plus.
- Excellent communication and stakeholder management skills, with ability to synthesize complex requirements for both technical and business audiences.
- Proven ability to manage multiple parallel work streams in fast-paced, cross-functional environments.
- Bachelor s degree in Business, Information Systems, or related field (or equivalent practical experience).